Frequently Asked Questions

Questions which often come up are listed below. Please take a couple of minutes to glance at them and see if your query is already answered here. Click on the + symbol by a question to see the answer.

Where appropriate, the answers have links to longer user guides (all in pdf form).

General questions on e-Casework

  • Show FAQ  How do I get access to e-Casework?

    Please email support@e-Casework.org with your:

    • Full name
    • E-mail address to use for e-Casework
    • Party
    • Ward
    • Authority

    For more information, see the guide on Getting access to e-Casework.

  • Show FAQ  How do I enter a case?

    Log into e-Casework and click Add case on the menu bar.

    Fill in as much information as you have for the case. Make sure that it is assigned to the correct person, and click Save.

    For more information, see the guide on Entering a case in e-Casework.

  • Show FAQ  How do I enter a client?

    Log into e-Casework, and click on Add client on the menu bar.

    Fill in as much information as you have for the client and click Save.

    For more information, see the guide on Entering a client in e-Casework.

  • Show FAQ  Why should I use e-Casework?

    The main benefits of using e-Casework are:

    • Minimum time investment - quick updating via e-mail
    • Compatibility with other applications
    • Easy and efficient way to track casework
    • Individual and authority-level personalisation
    • Powerful search mechanisms
    • Reports on department response times
    • Highly secure for storing sensitive information
    • Experienced help team for technical support

    For more information, see the guide on the Benefits of using e-Casework.

  • Show FAQ  How do I use e-Casework as a diary?

    Log into e-Casework and create a new case for each diary appointment. Set the due date to the day of your appointment. Check your Forthcoming and due cases on the My casework page on a regular basis, to keep track of your appointments.

    For more information, see the guide on Using e-Casework as a diary.

  • Show FAQ  How do I search e-Casework?

    The Search box at the top of every page takes you straight to a case or client if you know the reference number. You can also use it to search for a word or phrase.

    The Advanced search page lets you choose more details for running your search. For example, you can choose to search just for clients or just for cases.

    For more information, see the guide on Searching e-Casework.

  • Show FAQ  How do I add or edit cases by e-mail?

    Send your e-mail to authorityname@e-casework.org - eg. lambeth@e-casework.org for Lambeth.

    You can use the e-mail template to add or update a case by filling in the grid. Alternatively, you can send any e-mail to e-Casework, including the case reference in the subject line if it's an update to an existing case.

    For more information, see the guide on Adding and editing cases by e-mail.

  • Show FAQ  How do I use the Address tool to add an address for a case or client?

    Click on 'Add address' when editing the case or client, and use the top part of the form ('Find address') to search for the address in the database.

    If the address you want does not exist in the database, you can add it using the bottom part of the form ('Add missing address')

    Help on searching for and adding addresses is in the document Addresses in e-Casework

  • Show FAQ  How do I personalise e-Casework?

    The My profile page allows you to customise your e-Casework preferences. For example, you can change the default visibility for the cases and clients which you add, and select the default view of your My casework page.

    For more information, see the guide to My e-Casework options.

  • Show FAQ  How do I change my password?

    Go to the My profile page, enter your current password in 'Old password' and the new one in 'New password' and 'Confirm new password'. Click on 'Save' at the bottom of the page. Your password must conform to your authority's rules.

    For more information, see the guide to My e-Casework options.

  • Show FAQ  How do I use the spreadsheet download?

    Wherever a list of cases and/or clients appears in e-Casework, you will see a button Download spreadsheet. Clicking this generates an Excel spreadsheet containing information for each case and/or client in that list.

    If you download search results which contain both case and client information, this will be separated into two worksheets.

    For more information, see the guide to Spreadsheet downloads.

  • Show FAQ  How do I run reports?

    Go to the Reports page and select:

    For more information, see the guide to Reports in e-Casework.